Verified: 25 April 2026 05:30 am IST
Industry: Public Transport (State Road Transport Corporation)
Jurisdiction: Telangana, India
Primary Regulator: Transport Department, Government of Telangana
Important Safety Warning: Beware of the massive “Refund SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Passenger, your TGSRTC ticket refund has failed. Please click this link or call our officer immediately to process your money.” This is a scam. Authentic TGSRTC staff will never send alerts from a personal 10-digit mobile number, nor will they ask you to download screen-sharing apps or pay via personal UPI links.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (ticket refunds, bus delays, staff behavior) directly via the official TGSRTC mobile booking app, the web portal, or by calling the 24/7 centralized customer care helplines at 040-69440000 or 040-23450033. For specific issues regarding Hyderabad City Bus Passes, you must call their dedicated line at 8008204216. You can also email the online support cell directly at online.support@tgsrtcbus.in. For cargo complaints, use ts.cargocomplaints@gmail.com.
Availability: The central helplines and online portals operate 24x7. Official Bus Station Enquiry desks and the Bus Pass support line operate from 8:00 AM to 8:00 PM IST on working days.
Timeline: Standard service requests and refund initiations must be acknowledged immediately. TGSRTC aims to process online refunds within 14 days and resolve standard operational grievances within 7 to 15 working days.
Source Verification: TGSRTC Official Customer Care Contact Information
Level 2: Internal Escalation (Depot Manager / Regional Manager)
Who to contact: If Level 1 support fails, your refund is stalled, or your ticket is closed without a fix, you must formally escalate the issue locally. Submit a written complaint or call the specific Depot Manager (DM) of your origin/destination, or escalate to the Regional Manager (RM) of your specific district (e.g., Hyderabad, Secunderabad, Karimnagar, Warangal).
Timeline: Under standard administrative guidelines, the Depot or Regional officers must address and resolve escalated ticketing and service disputes within 15 to 30 days.
Source Verification: TGSRTC Depot & Regional Contact Directory
Level 3: Corporate Headquarters & State Prajavani Portal
Authority: Do not approach MoRTH. If the regional officers reject your claim or fail to resolve the issue, you must escalate to the Managing Director at the TGSRTC Corporate Headquarters located at Bus Bhavan, RTC ‘X’ Roads, Mushirabad, Hyderabad – 500020. Simultaneously, lodge a formal grievance on the State’s Centralized Public Grievance Redress and Monitoring System (Prajavani).
Portal/Contact: You must submit your grievance to the state government via the Prajavani portal (cpgrams.ts.nic.in) by selecting the Transport Department.
Timeline: Grievances escalated to the Headquarters and the Prajavani portal are tracked with strict Service Level Agreements (SLAs), legally mandating a formal response and resolution action within 30 days.
Source Verification: Telangana Prajavani Grievance Portal
Level 4: Consumer Court (Legal Action)
Pre-Litigation: Do not use central CPGRAMS for state utilities. Unlike the statutory electricity sector, public transport service deficiencies do not require a specialized Ombudsman. If Prajavani fails, the National Consumer Helpline (NCH) via 1915 is your final pre-litigation step.
Court/Arbitration: If you are aggrieved by unrefunded tickets, severe delays causing financial loss, or gross negligence, you must file a formal complaint with the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, utilizing the e-Daakhil portal.
Timeline: You must file the case within two years from the date the cause of action (the service failure) arose.
Source Verification: National Consumer Helpline (NCH) Portal
Community Action: Is TGSRTC refusing to process your cancellation refund, or are you looking for the correct template to escalate a staff misconduct issue to the Mushirabad Headquarters? Reply below (do not share your passwords, bank details, or your exact PNR Numbers), and our community will point you to the right resources!